Service Delivery Manager

The Service Delivery Manager is accountable for ensuring IT services are delivered reliably, predictably and in line with business needs across HL's technology estate. Acting as a key bridge between IT Service Operations and the business, the role ensures services are operationally ready for change and critical events, perform to agreed service levels, and are resilient, scalable and trusted by stakeholders.

What you'll be doing

• Own end-to-end service delivery for assigned services, ensuring clear accountability, alignment to business priorities, and effective operation across heritage and cloud environments

• Lead Service Introduction and Operational Readiness for new and significantly changed services, ensuring services do not go live until ownership, support models, documentation and resilience requirements are met

• Maintain oversight of service capacity management, ensuring current and future demand is understood, risks are identified early, and services are able to scale to meet business needs

• Ensure technical resilience and recovery plans are in place for supported services and that disaster recovery and resilience testing is executed to an agreed schedule, with actions tracked to completion

• Manage service performance against agreed SLAs, OLAs and KPIs, leading regular service reviews with internal teams and third-party suppliers and driving i...